Abstract
Purpose. This study had 3 purposes: to determine the type and degree of services taxpayers want from public libraries and private-public libraries, to determine whether or not a significant difference exists in levels of satisfaction between patrons of traditionally operated libraries and patrons of privatized libraries, and to gain a greater understanding of public policy issues related to privatization of public libraries. Methodology. This mixed-methods study surveyed library patrons and interviewed library employees to collect quantitative and qualitative data to identify and understand different preferences and levels of satisfaction among public and privatized libraries in Southern California. Findings. Statistically significant differences were identified between various groups: Patrons of privately operated libraries ranked technology and magazines as more important than patrons of publicly operated libraries. Females ranked popular books, children's sections, and programming as more important than male patrons. More than 92% of patrons at each of the 4 libraries sampled were extremely satisfied or very satisfied with library services. Employees of public libraries expressed different perceptions of privatization and outsourcing than their counterparts at privatized libraries. Employees at publicly operated libraries stressed threats to intellectual freedom, community involvement, local control, and levels of service, whereas employees at privatized libraries described benefits including a decrease in bureaucracy, an increase in employee autonomy, and improved efficiencies. They preferred privatization to closing their doors. Conclusions. While minor service preferences varied, patrons generally seemed satisfied with library services, regardless of whether those services were provided by public or private employees. The public policy debate is of a philosophical or political nature, not a practical question about meeting customer demands. Recommendations. As economic pressures continue to affect local government budgets, pressures will force local leaders to privatize library services. However, further research needs to be done on the regional and long-term effects of such cost-saving measures. Additional research also should be conducted to determine if library patrons in other areas are as pleased with library services as those in the current study, to determine if levels of satisfaction remain high over time, and to identify what steps can be taken to remedy community budget crises to limit pressures to privatize.